Emotional Intelligence

Emotional IntelligenceAn Opportunity for EA Professionals as Organizational ConsultantsByReidar Hansen, LCSWSouth Carolina EAPA Conference3/6-3/7/2014

ObjectivesTo define the five components of E.I. and to give participants a basic understanding of these components.To provide five reasons why E.I. is needed in organizations.To understand the neuroscience of emotional intelligenceTo identify five qualities of an emotionally intelligent leader and why those qualities are important in todays workplace.To help participants access their own levels of E.I. and how to improve E.I. competencies.To identify five organizational areas where EA professionals can use E.I. skillsTo present five steps EA professionals can take to become E.I resources within their client companies

ConnectivityThe chaordic system is one---an unbroken and unbreakable unity; an active pattern of RELATIONSHIPS in which no one thing can exist or occur independently since; a wholeness of elements, the meaning of each is derived solely and exclusively from its connection to the whole. From: The Chaordic System Principles ChartGivensIf you think businesses dont run on emotions, think again.Traditional incentives are simply not enough to get the best performance of followers. Dan GolemanThere is an emotional subset in every human interaction.What is Emotional Intelligence?I think, therefore I am. Rene DescartesI emote, therefore I am.Types of IntelligenceI.Q. Intelligence Quotient- logical reasoning and technical intelligenceE.I.- Emotional intelligence- Being aware of your own feelings and those of others, regulating those feelings in yourself and others, using emotions appropriately, self-motivation, and building relationships.M.O. Moral Intelligence- integrity, responsibility, sympathy, and forgiveness.B.O.- -Body Intelligence- What you know about your body, how you feel about it, and how you take care of it. Daniel Kahneman, PH.D

Emotional IntelligenceThe term Emotional Intelligence was coined by Jack Mayer and Peter Salovey in 1987.It refers to the constellation of abilities which help us deal with our emotions and those of others.

Is a factor in determining ones ability to succeed in life.

Relates to potential for performance.

Components resemble personality factors, but can change and can be altered.

8The Five Pillars of Emotional Intelligence (H.O.) Dan Goleman

Self Awareness

Self Regulation (self-management of emotions)

Empathy/social awareness/social competencies

Social/people skills/relationship management (balance feelings and thinking)

EQ + IQ = SuccessIQ looks at cognitive intelligenceEQ looks at emotional intelligence

Heart smart vs. book smart

The ability to cope with daily situations and get along in the world includes both your EQ and IQ. 15It is very important to understand that emotional intelligence is not the opposite of intelligence, it is not the triumph of heart over head it is the unique intersection of both. David Caruso From: Emotional What?Keys to Workplace SuccessCognitive Intelligence ( I.Q.) = 1-20%

Emotional Intelligence (E.Q) = 27-45%

Other ( technical skills, etc,) = 72%

Source: Multi-Health Systems17

15% above the water line. 85 % below the waterline. Think of the Titanic. They focused on the 15 % to their detrimant.18Social IntelligenceThe ability to function successfully in interpersonal or social situations.

Edward Thorndike, 1920Collaborative IntelligenceA composite skill which emerges from the masterful use of your Emotional and Social Intelligence (ESI) to produce its work effectively.

The Emotionally Intelligent Team, Hughes and Terrell, 2007

Self Assessments OnlineFacial Expressions

E.Q. Quiz

See Handout

Brain Science in Emotional IntelligenceBrain Science and IntelligenceNew brain research and emotionsBrain centers of thinking and emotionEffects of emotional brain on behaviorBrain hijackingBattle of emotional brain and thinking brain26

Cerebral Functions - Thinking and Feeling

Differences In Cerebral FunctionsCognitive AbilitiesNeocortex Thinking Brain

Emotional CompetenciesAmygdala27Neo cortex-thinking, learning, rational, filtering data into existing frameworks. Amygdala-passion, motivation, emotional memory Cerebral Functions-Thinking and feelingDifferences in cerebral functionsCognitive Abilities Neo-cortex-thinking brainEmotional Competencies Amygdala

28What happens when the amygdala overrides?Perceptions that sometimes hurt you.Intense emotional reactions and over reactionsPast hurts that resurfaceExtreme dislikes29Effects of an Amygdala AttackStops cognitive thinkingImpulsive feelings override rationalityExperience worry, anxiety, frustration, angerTriggers knee-jerk reactionsFly off the handleFear response30Fragile is a neural state in which emotional surges hamper the working of the executive center of the brain. Dan Goleman, 2006The Work EnvironmentThe American workplace has become profoundly destructive to the human spirit.Discuss. Is this true? Why? If not, why?

From: Why companies are (finally) falling all over each other to become best places to work. by Mark C. Crowley

Gallups State of the American WorkplaceThe workplace climate is a driving force in how employees engage in their daily activities. When factors such as trust and teamwork are present, the research shows that the company generates better results. . . if we want better business success, we need to equip leaders with the skills to make an environment where employees can work effectively. M. Ghini, 4/8/13To Fix this, companies need to find deeply caring leaders capable of seeing, supporting, and adjusting to the differences in people. The truly differentiated manager will be someone who understands that the more they nurture and support employees, the more success they will produce. From: State of the American Workplace by James Harter, Chief Gallup Scientist on lack of worker engagementThe rules for work are changing. Were being judged by a different yardstick, not just how smart you are, but by how we handle ourselves and each other. Daniel Goleman10 Reason Why Emotions Are Ignored in BusinessBusinesses havent had to worry about it in the past.Emotions are perceived as hard to define and difficult to measure.Emotions are soft, fluffy, and difficult to quantify ($ outcomes).Business is all about numbers.As a result of items 1-4, business like logical/analytical people. Businesses have traditionally been run by men.Women seem to be better at understanding emotions than men.Most senior people in organizations are 50-60 years old men. Many are left brained focused.Many of those revered in business are the tough, take charge types.People may agree that they should focus on emotions but they dont know how to do it.

Colin Shaw, 8/13

Happy customers are more likely to remain loyal, try new products and services, and spread good news about their experiences. Does your company focus on customer emotions? 37What are the big concerns of Managers today?Employee RetentionEmployee engagementProductivityCohesive teamsProfitMarker share.SafetyOthers?Employers Seeking Top Gradates Who also have E.I. StrengthsWorking well with a teamClear , effective communicationAdapt well to change (flexibility)Good listening skillsSmooth interactions with a variety of peopleThink clearly and ability to solve problems under pressure. Dan Goleman: The E.I. Skills Employers Want Now

Why employers value E.I. over I.Q.E.I. employees:Are more likely to stay calm under pressureKnow how to resolve conflict effectivelyAre empathetic to their team members and react accordinglyLead by exampleTend to make more thoughtful business decisionsAdmit and learn from mistakesKeep their emotions in check and have thoughtful discussions on tough issuesListen as much or more than they talkTake criticism wellShow grace under pressure Toni Bowers in Career Management, 8/24/11Oh! The Naysayers!Its just a fad, flavor of the month.One size leader doesnt fit all organizations.It is easy to game the system, especially if you are a sociopath.Management style is just one facet of building a competitive team.E.I. is not predictive of business success.(look at B. Gates, S. Jobs, L. Page, M. Zuckerberg).Wheres the measurement?

Lack of E.I. in the NewsCorporations simultaneously reporting record profits and firing/laying off loyal employeesExecutive compensation ratio to workers in 2005-411 to 1Miami dolphins football team locker room involving Richie incognito and Jonathan Martin, two 300-pound linemenThe Devil Wears PradaMacDonalds online plan for employees to survive on a MacDonalds wageWAMUCongress cutting social programs during holidays Chevron/pizza offerThe notion of group loyalty withered in the face of the new mantra; the bottom line is the bottom line. Partnerships are based upon more than the pursuit of cash collections, unless the individual partners figure out ways to nurture binding personal and emotional ties, they arent likely to last nearly as long as Gorsuch Kirgis did. Andrew Cohen Denver Post, 2005 after 60 years in business.42Here was Daryl's response:

Comment made by blogger regarding the strikes at MacDonalds. many senior managers and owners of big corporations think this way.43

Results of Perceived Inequity85 % of respondents said they could work harder on the job. More than half claimed they could double their effectiveness if they wanted to.

Huseman and Hatfield, Managing the Equity Factor, 1989.The top ten reasons people hate their jobs10)The grass is greener somewhere else 9)Their values dont align with the companys 8)They dont feel valued-More than 70% Forbes,12/12) 7)Job insecurity 6)No room for advancement 5)Unhappy with pay 4)Too much red tape 3)They are not being challenged 2)The passions gone 1)Their boss sucks! Ilya Pozin, LinkedIn, 7/9/13

Ten Reasons Your Top Talent Will Leave YouYou failed to unleash their passionsYou failed to challenge their intellectYou failed to engage their creativityYou failed to develop their skillsYou failed to give them a voiceYou failed to careYou failed to leadYou failed to recognize their contributionsYou failed to increase their responsibilitiesYou failed to keep your commitments Mike Myatt in Forbes

The biggest reason that people give for leaving an organization is the relationship with those above them. unknownMost people dont quit their jobs, they quit their managers.

Wendy Duarte, VP at MondoUnmet emotional needs cause the majority of problems at work. EQI.orgThey may forget what you said, but they will never forget how you made them feel. Carl C. Buechner

What Happens when Good Employees leave?Productivity sinksMorale suffersColleagues struggle with increased workloadCost of replacement/recruitmentTraining and on-boarding costsImpact on customersOther costs?Engaged WorkersFeel their opinion countsHave a mentor that encourages their developmentGet routine regular recognitionTheir jobs are aligned with their natural aptitudes and valuesHighly engaged workers tend to have better emotional health than those who are disengaged.

Dan Witter, Gallop Survey, 2011-12Employee RetentionPeople are an appreciating asset. The longer they stay, with an organization, the more productive they get.Some companies expect and plan for 30-40% turnover.Tenured employees have more value than those cycling through.Employees move from Costs to Investments, Josh Bersin, 8/16/13

Who benefits from E.I. in the workplace?ExecutivesHigh Potential personnelManagers and supervisorsTeam leaders and project managersSales peopleTeam membersCSRsTechnical professionalsAdministrative staffCustomersLeadership and Emotional IntelligenceWhat you need now is emotional intelligence.Chinas new President speaking to graduates at a top tech school.

75 % of careers are derailed for reasons related to emotional competencies, including inability to handle interpersonal problems; unsatisfactory team leadership during times of difficulty or conflict; or inability to change or elicit trust.

Center for Creative Leadership, 1994

Of the leaders that demonstrated more competencies in EI and SI, 92% created a positive climate. Of the leaders who showed few EI and SI competencies, 78% created a demotivating climate.

D. Goleman

Managing by Fear, Uncertainty, and Doubt (FUD)Comes from marketing worldUsually done unwittingly by managers who are overwhelmed with the deliverables of the product they manage as well as trying to manage staff. In survival mode.Employee experiences absence of positive feedback and recognition, limited communication, frequent criticism, critical attention to details, non-verbal communication of frustration and overwhelmed on the part of the manager. Jeff Harris, 1/20/11 Critter State- Fear may push people into action, but this approach is not sustainable and will ultimately lead to either burnout or extreme apathy. Christine Comaford, Smart Tribes, 20135 signs that Employees are in Survival ModeRelationship building amongst peers is fadingMeetings are frequently cancelled or rescheduledPeople dont trust one anotherTurnover is high and loyalty is lowSelf-promotion is out of controlFear is a question:What are you afraid of, and why? Just as the seed of health is in illness, because illness contains information, your fears are a treasure house of self-knowledge if you explore them.

Marilyn Ferguson, Brain/Mind Bulletin What would you do if you were not afraid? George McCownRole of the LeaderReduce the critter state by increasing safety, belonging, and mattering.

Christine Comaford, Smart Tribes, 2013

Emotional IntelligenceE.I.is about consciously using all of the skills and talents each of us has available to:Manage ourselvesManage those we superviseAchieve workplace goals

The Successful Supervisor, July 2008

Climate predicts 57.7 % of overall performance. J. Freedman, p.57Best Boss-Worst BossList the characteristics of your best boss ever.

List the characteristics of your worst boss ever.Leaders need both Emotional and social Intelligence to engage and motivate employees effectively.74Worst BossHas his own agenda, keeps information to himselfVolatile, unpredictableCritical, any feedback is negativeDoesnt listen wellTakes all credit, doesnt acknowledge team contributionsGoals or vision tend to be around numbers versus a meaningful purpose

Best BossTakes an active interest in me, listens to my perspectives and concernsIs self aware and open to feedbackSense of humorGenuineInspires meEmpowers meProvides feedback and supportPositive outlook and even tempered-even under stress The Non-E.I. LeaderSees emotions as weaknesses and frowns on themMakes bold decisive decisionsLeads from the front rather than from behind (quietly leading and developing others)Makes decisions without caring for feelings of others

Criticizes mistakesForgets to praiseFocuses on the badWants creditWants positional power

Harvey Deutschendorf, 7/27/13

Handling a bad boss-managing upwardThink of them as a difficult clientKnow their why: what motivates themSupport their success: work around their weaknessesTake the high road: Your personal Brand is riding on itKnow their preferences: adapt to themDont be intimidated by a bully: stand tall, never cowerSpeak up: give your boss a chance to respondBe proactive: do your research before jumping ship

Margie Warrell, 1/20/2014

Characteristics of an Emotionally Intelligent Leader Non-defensive and openAware of their own emotionsAdept at picking up on the emotional state of othersAvailable for those reporting to themAble to check their own ego and allow others to shine

Harvey Deutsschendorf, Five Ways to Spot an Emotionally Intelligent LeaderThoughtful decisionsEmphasizes the goodCredits their teamLeads from behind (quietly leading and developing others)Asks questionsRewards smallest improvementSeven Skills of ESI Leadership(these apply to ESI teams)Positive moodEmotional awarenessTeam IdentityMotivationStress ToleranceCommunicationConflict resolutionAdd courage and transparencyManagers who are challenged in these skill areas (E.I.) can become the bosses from hell not because theyre bad managers, but because they have no idea how they may impact employees who may be experiencing, or at risk of, mental health issues.

Susan Jackobson, 2012

If we want to reignite innovation and passion, we have to re-humanize work. When shame becomes a management style, engagement dies. When failure is not an option, we can forget about learning, innovation, and creativity.

Brene Brown, Daring GreatlyHigh levels of E.I. are associated with better performance in the following areas:Participative managementPutting people at easeSelf awarenessBalance between personal and work lifeStraight forwardness and composureBuilding and maintaining relationshipsDoing whatever it takesDecisivenessConfronting problem employeesChange management Center for Creative Leadership, 2003

Do you as a manager? (H.O.)

See handoutWhat are your strengths and limits in Emotional Intelligence? (H.O.)

See handoutMHS AssessmentsE.Q.-i 2.0-individual reportE.Q. 360-feedback to supervisorE.Q. Leadership Report-compares to other leadersE.Q. Group Report- must have taken either the E.Q.-i 2.0 or Leadership Report

What do I need to do to successfully develop my E.I.?Have a readiness to changeEvaluate your Emotional Intelligence levelsSet E.I. goalsSeek support from managementSeek coachingPractice new skillsCommitment to process

To increase your E.I. build on these five skillsRecognizing and reducing stressRecognize and manage your emotionsConnecting with others through non-verbal communicationUse play and/or humor to handle challengesResolving conflict confidently-pick your battles Frontline Worker, 2013

EAP and Emotional IntelligenceHow Can an E.A. Professional Use Emotional Intelligence in Your Organization?Were in a new situation-we need new tools.

Freedman, At the Heart of Leadership, 2007, p.43/

Hiring and succession planning95

Executive CoachingThe higher people move up in the company, the more crucial emotional intelligence becomes D. GolemanCenter for Association Leadership, 2001

If we want business success, we need to equip leaders with the skills to make an environment where employees can work effectively.Massimiliiano Ghini, Alma Graduate School in Italy quoted in Emotional Leadership is Key to Good Leadership by Ned Smith, Business News Daily, 04/2013

Team Building

Impact of Leaders EmotionsThe emotions people feel at work reflect most directly the true quality of work life.A leaders attitude rubs off on his team, either enhancing or impeding the groups overall performance.Emotions are contagious. They flow from the most powerful person in the group outward, setting the emotional state for the rest of the group.Much communication is non-verbal.Supervisors need to get there first. Dan Goleman 10/25/12

I have never fired an engineer for bad engineering, but I have fired an engineer for lack of teamwork.

Executive to McKinsey consultant5 Dysfunctions of a TeamAbsence of trustFear of conflictLack of commitmentAvoidance of accountabilityInattention to results

P. Lencioni

Managing emotions is how you build a team, an organization. It is the ability to get team members inspired. Its about dealing with emotions, building high emotions, and creating an inspired team.

George Kohlreiser in Bonding Creates High Performing TeamsBenefits of an E.I. TeamMembers are happier, more satisfied, more creative and more productive.They enjoy working together.They persevere when tackling challenges.They have improved emotional well-being, better work/life balanceThey impact others positively.They have higher retention, more engagement.A community (team) is like a ship; everyone ought to be prepared to take the helm. Henrik IbsenTeam Intelligence Report (TESI) From Collaborative GrowthCompetencies:Team IdentityMotivationEmotional AwarenessCommunicationStress ToleranceConflict resolutionPositive MoodSub Reports:GenderAgeRoleYears with teamDepartment

Anger ManagementHow Employees Respond to Anger and Negativity53% lost work time worrying about the event or future interactions.37% believed commitment to the organization declined.28% lost work time avoiding the instigator.22% put less effort into work.10% spent less time at work.12% changed jobs to avoid the instigator. Gibson and Tulgen,2002

To think critically, people have to get their emotions out of the way.

Susan Annuncio, Contagious Success, 2005Couples Counseling

Communication SkillsOne of the key things-if youre really listening to employees- is to find out if they are getting the resources to add to and change their roles, to take on more and different responsibilities, to spearhead new projects, to experiment.

Wendy Duarte, VP at Mondo

Executives spend 45% of each day listening, but 95% of them have never taken a skill course on listening.

Peter deLisser

Supervisory trainingThe best mechanic in a factory may fail as a foremen for lack of social intelligence. Ed Thorndike, Harpers Monthly, 1920

Performance ReviewsPerformance Reviews and E.I.Balance virtual communication with face-to-face contact.Communicate sensitive information in person when possible.Annual reviews create stress and lower productivity when done wrong.A good review given poorly can be a neural downer.Performance review on whats wrong puts downer brain in overdrive.Bosses tone of voice can trigger one or another brain areas. Dan GolemanPerformance Review and E.I.Good feedback + negative delivery = down feeling employeeNegative feedback + positive tone = upbeat and energized employee.Managers need to avoid emotional hijacks when giving feedback.Substitute a performance preview for the review which outlines how an employee can do better.Positive news should come with a positive tone.

Conflict Management

Workplace Conflict A study of practicing managers showed that 42% of their time was spent reaching agreement with others when conflict occurred (Watson and Hoffman,1996).Estimated that over 65% of performance problems result from strained relationships between employees.Exit interviews reveal that chronic unresolved conflict is a decisive factor in at least 50% of all employee departures and in 90% of involuntary departures.

Substance AbuseIn EQ-I tests Substance abusers key deficits turned out to be problem solving, social responsibility, and stress tolerance. Spousal abusers primarily lacked empathy and had poor impulse control and had an inflated self-regard. U.S. Air Force

Workplace Stress40% of workers reported their job was very or extremely stressful. (NIOSH report)Job stress is more strongly associated with health complaints than financial or family problems (NIOSH report)80% of workers feel stress on the job, nearly half say they need help in learning how to manage stress and 42% say their coworkers need such help. (Attitudes in Am. Workplace VII)

Stress is an ignorant state. It believes everything is an emergency. Natalie Goldberg

Workplace DepressionWorkplace Depression10.8 % of full-time workers and 16.6 of part-time workers have received a diagnosis of depression.13 million depressed workers missed an average of 8.7 days per year, 4.3 more than those who were not depressed.Cost to employers-$23 billion.Highly engaged workers tend to have better emotional health than those who are disengaged. Gallop-Healthways Well Being Index, 2012

Workplace DepressionNot dislike of jobsNot heavy workloadsBosses behavior is the main causeReasons: workplace injustice, refusal to consider ee viewpoints, display of personal bias, inconsiderate treatment of ee, inconsistent decision making, lack of transparency and cooperation. Stephen M. Pfeiffer, Ph.D, Results of inactionRisk workers compensation claimsHigh health care costsLoss of productivityabsenteeism

BullyingBullying70-90 % of workplace bullies are supervisor and managers.

Anti-bullying Advocacy: An Unrealized EA Opportunity by Gary and Ruth Namie in Journal of Employee Assistance, 3rd Q. 2003.

Workplace ViolenceWhere are you now?Are you coaching supervisors/managers? Does this include E.I skills?Are you currently using an emotional intelligence assessment tool?Do you frequently see employees who indicate that their manager could use E.I. skills?Has HR come to you with issues involving managers with poor E.I. skills?Do you see managers who lack E.I. skills and are being derailed in their careers?Do you have managements ear?Steps for EA Practitioners to become E.I. Content Experts Read up on E.I. Evaluate your own E.I.Get personal coaching to improve your own E.I.Get training and certificationPromote your expertise within your organizationsWill the culture permit E.I. ? Determine what is being done in your company and who is doing itMeet with key stake holders (HR, T&D, etc.)

W.I.F.M.?Opportunity to add a new skill to your repertoire.Makes you a better professional, team member, and leader.Opportunity to add value to your EA serviceMarketing tool.Improves relationships with managers.More visibility.Expand view of EAP beyond counseling commodityFill an organizational void

The greatest discovery of my generation is that human beings can alter their lives by altering their attitudes of mind.

William JamesYou may never know what results come of your action, but if you do nothing, there will be no results. M. GhandiEmotions are assets. Why?What have we learned?Handouts

Extra Slides

Lack of E.I. in the NewsCorporations simultaneously reporting record profits and firing/laying off loyal employeesExecutive compensation ratio to workers in 2005-411 to 1Miami dolphins football team locker room involving Richie incognito and Jonathan Martin, two 300-pound linemenThe Devil Wears PradaMacDonalds online plan for employees to survive on a MacDonalds wageWAMUCongress cutting social programs during holidays Gorsuch Kirgis-Denver law firm